Business Continuity, Disaster Recovery and Your Call Center

The call center has been integral in helping the world overcome natural disasters. A quick scan on the Web will show that in the U.S. alone, there are countless centers offering support, relief and resources after 2012’s Hurricane Sandy and the February 2013 nor’easter that quickly followed. More recently, the tornado that uprooted the state of Oklahoma in May 2013 proved once again that natural disasters can turn worlds upside down without notice – for both citizens and businesses.

The call center is vital to helping victims recover after a natural disaster has knocked them down; however, call centers simply cannot experience down time – ever.

If you do another scan on the Web, you’ll see countless articles about why businesses need a disaster recovery (DR) plan. So…why aren’t they investing? In a recent survey commissioned by SolarWinds, 27 percent of participants noted that in the event of a natural disaster, they are unable to make it into the office, with over 30 percent missing one week or more. And when asked how confident their organization was in recovering its data center, almost one-third (30 percent) reported “not at all confident.”

So what are the right call center solutions for securing business continuity? After all, an approximate $25 million had been lost in business activity due to Hurricane Sandy, according to financial analysis firm IHS Global Insight.

One massive innovation that is shaping the call center is cloud computing. In fact, research shows that by the end of 2015, more than 18 percent of all contact center seats will be delivered by cloud-based contact center infrastructure providers.

Cloud call center solutions are shaping the industry and securing business continuity worldwide. Are you ready for the impact it’s expected to make?